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Our Learner Entitlement - Learner Complaints Policy (July 04)

Learner entitlement complaints

Lancashire Adult Learning is committed to providing a high level of service. Where learners feel that this is not the case, maximum opportunity will be provided to register a complaint.

This policy supplements the Lancashire County Council complaints procedure, and applies to complaints regarding the Service as well as complaints against other learners.

Complaints must be received, and actions taken, initially at zone level, with access to the County Council complaints procedure only where the zone response does not lead to resolution of the issue.

All zones must maintain an internal learner complaints policy/procedure, to include the following:

• A statement of the learner's right to complain (and comment or compliment)
• A clear indication of the procedure to be followed (including internal appeal), with contact details (email, telephone and postal address information)
• A commitment, in the case of complaint, to respond within 7 working days, stating what action has been or will be taken
• Clear sign-posting to the County Council complaints procedure, through the County Manager, where the complainant considers zone responses or actions unsatisfactory

All zones must maintain a record of complaints and related outcomes. This should include, in each case, a complainant profile by age, gender, ethnicity and disability/learning difficulty. Complaints' records from the zones should be reviewed twice-yearly (?), and zones' complaints procedures reviewed annually, by the Learner Services Group. The Learner Services Group should ascertain:

• That zone actions are in accordance with this policy
• Which issues arising from complaints should be referred on to the appropriate service group, in particular Quality, Curriculum, Equality and Diversity and Health & Safety. In each case significant issues should be included in the relevant sub-section of Leadership and Management in the annual Self-Assessment Report.

Zone complaints procedures must be clearly stated in learner information leaflets and on zone websites.

Sub-contracting providers must show satisfactory evidence of their current complaints policies and procedures as a condition of contract.

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